{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,10,19]],"date-time":"2025-10-19T06:01:18Z","timestamp":1760853678722},"reference-count":65,"publisher":"Springer Science and Business Media LLC","issue":"2","license":[{"start":{"date-parts":[[2013,4,30]],"date-time":"2013-04-30T00:00:00Z","timestamp":1367280000000},"content-version":"tdm","delay-in-days":0,"URL":"http:\/\/www.springer.com\/tdm"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["Electron Markets"],"published-print":{"date-parts":[[2013,6]]},"DOI":"10.1007\/s12525-013-0133-7","type":"journal-article","created":{"date-parts":[[2013,5,1]],"date-time":"2013-05-01T06:12:53Z","timestamp":1367388773000},"page":"163-172","source":"Crossref","is-referenced-by-count":11,"title":["An examination of the determinants of service quality in the Chinese express industry"],"prefix":"10.1007","volume":"23","author":[{"given":"Jun","family":"Zhuo","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"June","family":"Wei","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Lai C.","family":"Liu","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Kai S.","family":"Koong","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Shengtao","family":"Miao","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"297","published-online":{"date-parts":[[2013,4,30]]},"reference":[{"issue":"4","key":"133_CR1","doi-asserted-by":"crossref","first-page":"305","DOI":"10.1108\/09684880510626584","volume":"13","author":"F Abdullah","year":"2005","unstructured":"Abdullah, F. (2005). HEdPERF versus SERVPERF: the quest for ideal measuring instrument of service quality in higher education sector. Quality Assurance in Education, 13(4), 305\u2013328.","journal-title":"Quality Assurance in Education"},{"issue":"1","key":"133_CR2","doi-asserted-by":"crossref","first-page":"41","DOI":"10.1108\/09604520510575254","volume":"15","author":"H Arasli","year":"2005","unstructured":"Arasli, H., Mehtap-Smadi, S., & Katircioglu, S. T. (2005). Customer service quality in the Greek Cypriot banking industry. Managing Service Quality, 15(1), 41\u201347.","journal-title":"Managing Service Quality"},{"issue":"6","key":"133_CR3","doi-asserted-by":"crossref","first-page":"62","DOI":"10.1108\/08876049610148602","volume":"10","author":"P Asubonteng","year":"1996","unstructured":"Asubonteng, P., McCleary, K. J., & Swan, J. E. (1996). SERVQUAL revisited: a critical review of service quality. Journal of Services Marketing, 10(6), 62\u201381.","journal-title":"Journal of Services Marketing"},{"issue":"3","key":"133_CR4","doi-asserted-by":"crossref","first-page":"253","DOI":"10.1016\/0148-2963(92)90022-4","volume":"24","author":"E Babakus","year":"1992","unstructured":"Babakus, E., & Boller, G. W. (1992). An empirical assessment of the SERVQUAL scale. Journal of Business Research, 24(3), 253\u2013268.","journal-title":"Journal of Business Research"},{"issue":"4","key":"133_CR5","doi-asserted-by":"crossref","first-page":"317","DOI":"10.1504\/IJMC.2011.041139","volume":"9","author":"J Baek","year":"2011","unstructured":"Baek, J., Park, S., & Lee, C. C. (2011). Identifying drivers for continual usage of wireless broadband. International Journal of Mobile Communications, 9(4), 317\u2013340.","journal-title":"International Journal of Mobile Communications"},{"key":"133_CR6","doi-asserted-by":"crossref","unstructured":"Baumann, C., Burton, S., Elliot, G., & Kehr, H. M. (2007). Prediction of attitude and behavioural intentions in retail banking. International Journal of Bank Marketing, 25(2), 102\u2013116.","DOI":"10.1108\/02652320710728438"},{"issue":"4","key":"133_CR7","doi-asserted-by":"crossref","first-page":"69","DOI":"10.2307\/1251871","volume":"54","author":"MJ Bitner","year":"1990","unstructured":"Bitner, M. J. (1990). Evaluating service encounters: the effects of physical surroundings and employee responses. Journal of Marketing, 54(4), 69\u201382.","journal-title":"Journal of Marketing"},{"issue":"4","key":"133_CR8","doi-asserted-by":"crossref","first-page":"49","DOI":"10.1097\/00004010-199401940-00006","volume":"19","author":"MR Bowers","year":"1994","unstructured":"Bowers, M. R., Swan, J. E., & Koehler, W. F. (1994). What attributes determine quality and satisfaction with health care delivery? Health Care Management Review, 19(4), 49\u201355.","journal-title":"Health Care Management Review"},{"issue":"1","key":"133_CR9","first-page":"33","volume":"66","author":"JM Carman","year":"1990","unstructured":"Carman, J. M. (1990). Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions. Journal of Retailing, 66(1), 33\u201355.","journal-title":"Journal of Retailing"},{"issue":"7","key":"133_CR10","first-page":"79","volume":"4","author":"L Chen","year":"2006","unstructured":"Chen, L. (2006). Competitive situation analysis of Chinese express delivery market. Logistics Technology, 4(7), 79\u201380.","journal-title":"Logistics Technology"},{"key":"133_CR11","unstructured":"China Economic Net (2011). China\u2019s daily express delivery hits 10 millions. http:\/\/en.ce.cn\/Industries\/Basic-industries\/201101\/12\/t20110123_22132991.shtml . Accessed 26 January 2011."},{"issue":"3","key":"133_CR12","doi-asserted-by":"crossref","first-page":"55","DOI":"10.2307\/1252296","volume":"56","author":"JJ Cronin","year":"1992","unstructured":"Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: a re-examination and extension. Journal of Marketing, 56(3), 55\u201368.","journal-title":"Journal of Marketing"},{"key":"133_CR13","first-page":"36","volume":"48","author":"C Cronroos","year":"1984","unstructured":"Cronroos, C. (1984). A service quality model and its marketing implications. Journal of Marketing, 48, 36\u201344.","journal-title":"Journal of Marketing"},{"issue":"1","key":"133_CR14","doi-asserted-by":"crossref","first-page":"85","DOI":"10.1002\/j.2158-1592.2002.tb00017.x","volume":"23","author":"PJ Daugherty","year":"2002","unstructured":"Daugherty, P. J., Myers, M. B., & Rickey, R. G. (2002). Information support for reverse logistics: the influences of relationship commitment. Journal of Business Logistics, 23(1), 85\u2013106.","journal-title":"Journal of Business Logistics"},{"issue":"2","key":"133_CR15","doi-asserted-by":"crossref","first-page":"184","DOI":"10.1108\/09564230110387542","volume":"12","author":"K Ruyter de","year":"2001","unstructured":"de Ruyter, K., Wetzels, M., & Kleijnen, M. (2001). Customer adoption of e-service: an experimental study. International Journal of Service Industry Management, 12(2), 184\u2013207.","journal-title":"International Journal of Service Industry Management"},{"key":"133_CR16","unstructured":"e-Cargonews Asia (2007). DHL expands footprint in booming Yangtze Delta. http:\/\/www.cargonewsasia.com\/secured\/print_view.aspx?article=13094&issue=2007-05-28 . Accessed 6 September 2011."},{"key":"133_CR17","volume-title":"How to ask questions, how to measure survey reliability and validity. The Survey Kit TSK 7, 1997","author":"A Fink","year":"1997","unstructured":"Fink, A. (1997). How to ask questions, how to measure survey reliability and validity. The Survey Kit TSK 7, 1997. Thousand Oaks: SAGE Publications, International Educational and Professional Publisher."},{"key":"133_CR18","volume-title":"Advances in Consumer Research, 18","author":"DW Finn","year":"1991","unstructured":"Finn, D. W., & Lamb, C. W. (1991). An evaluation of the SERVQUAL scale in retail setting. In R. H. Solomon (Ed.), Advances in Consumer Research, 18. Provo: Association of Consumer Research."},{"key":"133_CR19","unstructured":"Flanders-China Chamber of Commerce (2011). DHL to start global hub in Shanghai next year. http:\/\/news.flanders-china.be\/category\/logistics\/express-industry . Accessed 6 September 2011."},{"issue":"1","key":"133_CR20","first-page":"43","volume":"6","author":"F Franceschini","year":"1997","unstructured":"Franceschini, F., & Rossetto, S. (1997). On-line service quality control: the \u2018Qualitometro\u2019 method. De Qualitac, 6(1), 43\u201345.","journal-title":"De Qualitac"},{"key":"133_CR21","unstructured":"GTE Consultores (2004). Economic impact of express industry in Portugal. http:\/\/www.global-express.org\/\u2026\/ImpactExpressCarriersPortugalReport.pdf . Accessed 30 October 30, 2011."},{"key":"133_CR22","volume-title":"A step-by-step approach to using the SAS sysetm for factor analysis and structural equation modeling","author":"L Hatcher","year":"1994","unstructured":"Hatcher, L. (1994). A step-by-step approach to using the SAS sysetm for factor analysis and structural equation modeling. Cary: SAS Institute."},{"issue":"3\/4","key":"133_CR23","doi-asserted-by":"crossref","first-page":"398","DOI":"10.1108\/03090560910935497","volume":"43","author":"A Jamal","year":"2009","unstructured":"Jamal, A., & Anastasiadou, K. (2009). Investigating the effects of service quality dimensions and expertise on loyalty. European Journal of Marketing, 43(3\/4), 398\u2013420.","journal-title":"European Journal of Marketing"},{"key":"133_CR24","volume-title":"Applied multivariate statistical analysis","author":"RA Johnson","year":"1998","unstructured":"Johnson, R. A., & Wichern, D. W. (1998). Applied multivariate statistical analysis (4th ed.). Upper Saddle River: Prentice Hall Inc.","edition":"4"},{"issue":"2","key":"133_CR25","doi-asserted-by":"crossref","first-page":"103","DOI":"10.1504\/IJMC.2011.040141","volume":"9","author":"I Kang","year":"2011","unstructured":"Kang, I., Lee, K. C., Kim, S., & Lee, J. (2011). The effect of trust transference in multi-banking channels: offline, online and mobile. International Journal of Mobile Communications, 9(2), 103\u2013123.","journal-title":"International Journal of Mobile Communications"},{"issue":"5","key":"133_CR26","doi-asserted-by":"crossref","first-page":"737","DOI":"10.1111\/j.1540-5915.1994.tb01868.x","volume":"25","author":"WJ Kettinger","year":"1994","unstructured":"Kettinger, W. J., & Lee, C. C. (1994). Perceived service quality and user satisfaction with the information services function. Decision Sciences, 25(5), 737\u2013766.","journal-title":"Decision Sciences"},{"issue":"5","key":"133_CR27","doi-asserted-by":"crossref","first-page":"559","DOI":"10.1111\/j.1540-5915.1995.tb01441.x","volume":"26","author":"WJ Kettinger","year":"1995","unstructured":"Kettinger, W. J., Lee, C. C., & Lee, S. (1995). Global measures of information service quality: a cross-national study. Decision Sciences, 26(5), 559\u2013588.","journal-title":"Decision Sciences"},{"issue":"3","key":"133_CR28","doi-asserted-by":"crossref","first-page":"239","DOI":"10.1287\/isre.13.3.239.79","volume":"13","author":"J Kim","year":"2002","unstructured":"Kim, J., Lee, J., Han, K., & Lee, M. (2002). Businesses as buildings: metrics for the architectural quality of Internet businesses. Information Systems Research, 13(3), 239\u2013254.","journal-title":"Information Systems Research"},{"issue":"1","key":"133_CR29","doi-asserted-by":"crossref","first-page":"33","DOI":"10.1016\/j.jretai.2006.10.004","volume":"83","author":"M Kleijnen","year":"2007","unstructured":"Kleijnen, M., de Ruyter, K., & Wetzels, M. (2007). An assessment of value creation in mobile service delivery and the moderating role of time consciousness. Journal of Retailing, 83(1), 33\u201346.","journal-title":"Journal of Retailing"},{"issue":"3","key":"133_CR30","doi-asserted-by":"crossref","first-page":"244","DOI":"10.1108\/02656710710730852","volume":"24","author":"F Lai","year":"2007","unstructured":"Lai, F., Hutchinson, J., Li, D., & Bai, C. (2007). An empirical assessment and application of SERVQUAL in mainland China\u2019s mobile communications industry. International Journal of Quality and Reliability Management, 24(3), 244\u2013262.","journal-title":"International Journal of Quality and Reliability Management"},{"key":"133_CR31","unstructured":"Lei, T. (2011). Up, up and away. http:\/\/business.globaltimes.cn\/comment\/2011-06\/663201.html . Accessed 6 September 2011."},{"key":"133_CR32","volume-title":"How to measure survey reliability and validity. The Survey Kit TSK 7","author":"MS Litwin","year":"1997","unstructured":"Litwin, M. S. (1997). How to measure survey reliability and validity. The Survey Kit TSK 7. Thousand Oaks: SAGE Publications, International Educational and Professional Publisher."},{"issue":"5","key":"133_CR33","doi-asserted-by":"crossref","first-page":"228","DOI":"10.1016\/j.elerap.2009.04.002","volume":"8","author":"Y Lu","year":"2009","unstructured":"Lu, Y., Zhang, L., & Wang, B. (2009). A multidimensional and hierarchical model of mobile service quality. Electronic Commerce Research and Application, 8(5), 228\u2013240.","journal-title":"Electronic Commerce Research and Application"},{"key":"133_CR34","unstructured":"Miao, S., & Zhuo, J. (2009). An empiricial assessment and application of SERVQUAL in Mainland Chinese express industry. International Symposium on Information Engineering and Electronic Commerce, 46\u201350."},{"key":"133_CR35","unstructured":"Niehues, A., Tse, E., & Zubrod, J. (2007). Express opportunities in China: Packaging a strategy for the international and domestic express delivery market. http:\/\/www.booz.com\/media\/file\/Express_Opportunities_in_China_en_Booz.pdf . Accessed 6 September 2011."},{"issue":"4","key":"133_CR36","doi-asserted-by":"crossref","first-page":"41","DOI":"10.2307\/1251430","volume":"49","author":"A Parasuraman","year":"1985","unstructured":"Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41\u201350.","journal-title":"Journal of Marketing"},{"issue":"1","key":"133_CR37","first-page":"12","volume":"64","author":"A Parasuraman","year":"1988","unstructured":"Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12\u201340.","journal-title":"Journal of Retailing"},{"issue":"4","key":"133_CR38","first-page":"420","volume":"67","author":"A Parasuraman","year":"1991","unstructured":"Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67(4), 420\u2013450.","journal-title":"Journal of Retailing"},{"issue":"1","key":"133_CR39","doi-asserted-by":"crossref","first-page":"140","DOI":"10.1016\/S0022-4359(05)80007-7","volume":"69","author":"A Parasuraman","year":"1993","unstructured":"Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1993). Research note: more on improving quality measurement. Journal of Retailing, 69(1), 140\u2013147.","journal-title":"Journal of Retailing"},{"issue":"3","key":"133_CR40","doi-asserted-by":"crossref","first-page":"201","DOI":"10.1016\/0022-4359(94)90033-7","volume":"70","author":"A Parasuraman","year":"1994","unstructured":"Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994a). Alternative scales for measuring service quality: a comparative assessment based on psychometric and diagnostic criteria. Journal of Retailing, 70(3), 201\u2013229.","journal-title":"Journal of Retailing"},{"issue":"1","key":"133_CR41","doi-asserted-by":"crossref","first-page":"111","DOI":"10.2307\/1252255","volume":"58","author":"A Parasuraman","year":"1994","unstructured":"Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994b). Reassessment of expectations as a comparison standard in measuring service quality: implications for future research. Journal of Marketing, 58(1), 111\u2013124.","journal-title":"Journal of Marketing"},{"key":"133_CR42","doi-asserted-by":"crossref","first-page":"1","DOI":"10.2307\/3151771","volume":"23","author":"PJ Peter","year":"1986","unstructured":"Peter, P. J., & Churchill, G. A. (1986). Relationships among research design choices and psychometric properties of rating scales: a meta-analysis. Journal of Marketing Research, 23(1), 1\u201310.","journal-title":"Journal of Marketing Research"},{"issue":"2","key":"133_CR43","doi-asserted-by":"crossref","first-page":"173","DOI":"10.2307\/249687","volume":"19","author":"LF Pitt","year":"1995","unstructured":"Pitt, L. F., Watson, R. T., & Kavan, C. B. (1995). Service quality: a measure of information systems effectiveness. MIS Quarterly, 19(2), 173\u2013187.","journal-title":"MIS Quarterly"},{"key":"133_CR44","unstructured":"Post & Parcel (November 25, 2010). Canada Post launches App for iPhone. http:\/\/postandparcel.info\/35329\/news\/Canada-post-launches-app-for-iphone\/ . Accessed 6 May 2011."},{"key":"133_CR45","unstructured":"Post & Parcel (April 20, 2011). USPA and HongKong Post launch e-commerce parcel service. http:\/\/postandparcel.info\/38282\/news\/uspa-hongkong-post-launch-e-commerce-parcel-service\/ . Accessed 6 May 2011."},{"key":"133_CR46","unstructured":"Post & Parcel (May 5, 2011). DHL Express improves customer access via NetDespatcher platform. http:\/\/postandparcel.info\/38687\/news\/dhl-express-improves-customer-access-via-netdespatcher-platform\/ . Accessed 6 May 2011."},{"issue":"1","key":"133_CR47","doi-asserted-by":"crossref","first-page":"19","DOI":"10.1504\/IJMC.2011.037953","volume":"9","author":"PP Rau","year":"2011","unstructured":"Rau, P. P., Zhang, T., Shang, X., & Zhou, J. (2011). Content relevance and delivery time of SMS advertising International. Journal of Mobile Communications, 9(1), 19\u201338.","journal-title":"Journal of Mobile Communications"},{"issue":"3","key":"133_CR48","doi-asserted-by":"crossref","first-page":"233","DOI":"10.1108\/09604520310476490","volume":"13","author":"J Santos","year":"2003","unstructured":"Santos, J. (2003). E-service quality: a model of virtual service quality dimensions. Management Service Quality, 13(3), 233\u2013246.","journal-title":"Management Service Quality"},{"issue":"3","key":"133_CR49","doi-asserted-by":"crossref","first-page":"330","DOI":"10.1108\/17542731011035550","volume":"22","author":"I Santouridis","year":"2010","unstructured":"Santouridis, I., & Trivellas, P. (2010). Investigating the impact of service quality and customer satisfaction on customer loyalty in mobile telephony in Greece. The TQM Journal, 22(3), 330\u2013343.","journal-title":"The TQM Journal"},{"key":"133_CR50","unstructured":"SAS (1999). SAS Users\u2019 Menu. SAS Corporation."},{"key":"133_CR51","unstructured":"State Post Bureau (2007). China Post\u2019s industry-standard: Express Industry, 2007.9.12. People\u2019s Republic of China."},{"issue":"4","key":"133_CR52","doi-asserted-by":"crossref","first-page":"18","DOI":"10.2307\/1252216","volume":"57","author":"RK Teas","year":"1993","unstructured":"Teas, R. K. (1993). Expectations, performance evaluation and consumers\u2019 perceptions of quality. Journal of Marketing, 57(4), 18\u201334.","journal-title":"Journal of Marketing"},{"issue":"1","key":"133_CR53","doi-asserted-by":"crossref","first-page":"132","DOI":"10.2307\/1252257","volume":"58","author":"RK Teas","year":"1994","unstructured":"Teas, R. K. (1994). Expectations as a comparison standard in measuring service quality: an assessment of a reassessment. Journal of Marketing, 58(1), 132\u2013139.","journal-title":"Journal of Marketing"},{"key":"133_CR54","unstructured":"USC China Economic Review (2011). Get Online. http:\/\/www.chinaeconomicreview.com\/cer\/2011_11\/Get_online.html . Accessed 26 January 2011."},{"issue":"3","key":"133_CR55","doi-asserted-by":"crossref","first-page":"14","DOI":"10.4018\/joeuc.2003070102","volume":"15","author":"Y Wang","year":"2003","unstructured":"Wang, Y., & Tang, T. (2003). Assessing customer perceptions of Web sites service quality in digital marketing environments. Journal of End User Computing, 15(3), 14\u201331.","journal-title":"Journal of End User Computing"},{"issue":"1","key":"133_CR56","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1002\/j.2158-1592.2003.tb00030.x","volume":"24","author":"JD Wisner","year":"2003","unstructured":"Wisner, J. D. (2003). A structural equation model of supply chain management strategies and firm performance. Journal of Business Logistics, 24(1), 1\u201326.","journal-title":"Journal of Business Logistics"},{"key":"133_CR57","unstructured":"Woodside, A. G., Frey, L. L., & Daly, R. T. (1989). Linking service quality, customer satisfaction. Journal of Health Care Marketing, 5\u201317."},{"issue":"6","key":"133_CR58","doi-asserted-by":"crossref","first-page":"217","DOI":"10.1108\/02652329710184442","volume":"15","author":"U Yavas","year":"1997","unstructured":"Yavas, U., Bilgin, Z., & Shemwell, D. J. (1997). Service quality in the banking sector in an emerging economy: a consumer survey. International Journal of Bank Marketing, 15(6), 217\u2013223.","journal-title":"International Journal of Bank Marketing"},{"issue":"2","key":"133_CR59","doi-asserted-by":"crossref","first-page":"127","DOI":"10.1108\/09604520810859193","volume":"18","author":"C-H Yen","year":"2008","unstructured":"Yen, C.-H., & Lu, H.-P. (2008). Effects of e-service quality on loyalty intention: an empirical study in online auction. Managing Service Quality, 18(2), 127\u2013146.","journal-title":"Managing Service Quality"},{"key":"133_CR60","volume-title":"Delivering quality service: Balancing customer perceptions and expectations","author":"VA Zeithaml","year":"1990","unstructured":"Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1990). Delivering quality service: Balancing customer perceptions and expectations. New York: The Free Press."},{"key":"133_CR61","first-page":"71","volume":"10","author":"T Zeng","year":"2007","unstructured":"Zeng, T., & Liu, Q. (2007). Fuzzy evaluation methods of private express delivery service with CIT. Technology and Market, 10, 71\u201373.","journal-title":"Technology and Market"},{"issue":"2","key":"133_CR62","doi-asserted-by":"crossref","first-page":"241","DOI":"10.1080\/09544120120102478","volume":"13","author":"XD Zhao","year":"2002","unstructured":"Zhao, X. D., Bai, C. H., & Hui, Y. V. (2002). An empirical assessment and application of SERVQUAL in a Mainland Chinese department store. Total Quality Management, 13(2), 241\u201354.","journal-title":"Total Quality Management"},{"key":"133_CR63","first-page":"8","volume":"34","author":"Y Zhao","year":"2006","unstructured":"Zhao, Y., & Zhang, H. (2006). China expresses market development research. Review of Economic Research, 34, 8\u201311.","journal-title":"Review of Economic Research"},{"issue":"3","key":"133_CR64","doi-asserted-by":"crossref","first-page":"225","DOI":"10.1504\/IJMC.2011.040604","volume":"9","author":"T Zhou","year":"2011","unstructured":"Zhou, T., & Lu, Y. (2011). The effect of interactivity on the flow experience of mobile commerce user. International Journal of Mobile Communications, 9(3), 225\u2013242.","journal-title":"International Journal of Mobile Communications"},{"key":"133_CR65","unstructured":"Zhuo, J., Shin, G. C., Xue, R., Miao, S. T., Lee, M. J., & Hu, X. L. (2008). An empirical study on Chinese express industry with SERVQUAL. Proceedings of the Ninth West Lake International Conference on Small and Medium Business (WLICSMB), 447\u2013461."}],"container-title":["Electronic Markets"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1007\/s12525-013-0133-7.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"text-mining"},{"URL":"http:\/\/link.springer.com\/article\/10.1007\/s12525-013-0133-7\/fulltext.html","content-type":"text\/html","content-version":"vor","intended-application":"text-mining"},{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1007\/s12525-013-0133-7","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2019,6,2]],"date-time":"2019-06-02T12:13:12Z","timestamp":1559477592000},"score":1,"resource":{"primary":{"URL":"http:\/\/link.springer.com\/10.1007\/s12525-013-0133-7"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2013,4,30]]},"references-count":65,"journal-issue":{"issue":"2","published-print":{"date-parts":[[2013,6]]}},"alternative-id":["133"],"URL":"https:\/\/doi.org\/10.1007\/s12525-013-0133-7","relation":{},"ISSN":["1019-6781","1422-8890"],"issn-type":[{"value":"1019-6781","type":"print"},{"value":"1422-8890","type":"electronic"}],"subject":[],"published":{"date-parts":[[2013,4,30]]}}}